scholarly journals THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SATISFACTION AND LOYALTY ON TELEVISION PRODUCTS TOSHIBA SURABAYA REGION

2020 ◽  
Vol 20 (2) ◽  
pp. 85-94
Author(s):  
Bagus Ranu Irwanto ◽  
Ani Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Brand Trust ◽  
Analysis Model ◽  
Analysis Technique ◽  
Index Value ◽  
Path Analysis Model

Given the intense level of competition in the electronics business in Indonesia, the company continues to strive to increase market share and reach new customers and no less importantly the company must work hard in maintaining customer loyalty, including Toshiba products. However, the Top Brand Index value for Toshiba Television products in Indonesia from 2012-2014 has decreased. The decline is not profitable for Toshiba products because this will have an impact on lowering revenue and deteriorating image and customer satisfaction. Based on these problems, this study aims to determine the effect of brand image and brand trust on satisfaction and loyalty in the Surabaya area of ​​Toshiba television products. The population in this study were customers of Toshiba Television products, Surabaya branch, samples were taken were 96 people. This study uses a path analysis model (path analysis). The path analysis technique is one of the statistical analysis techniques used in quantitative research. Based on the test results using the analysis to test the effect of brand image, brand trust, and satisfaction with brand loyalty, the following conclusions can be drawn: Brand Image has a positive and significant effect on Customer Satisfaction, Brand Trust has a positive and significant effect on Customer Satisfaction, Brand Image has a positive and significant effect on customer loyalty, brand trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, brand image on customer loyalty through customer satisfaction is more dominant than brand trust on customer loyalty through customer satisfaction.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals THE EFFECT OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY OF ARA SHOP SIDOARJO

2019 ◽  
Vol 1 (2) ◽  
pp. 257-262
Author(s):  
Arum Dwi Dayanti ◽  
I Nyoman Sudapet ◽  
Hamzah Deny Subagyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Discriminant Validity ◽  
Brand Image ◽  
Brand Trust ◽  
Average Variance

The purpose of this study was to analyze the influence of brands image and brand trust on customer satisfaction and customer loyalty in Ara Shop, Sidoarjo. This research is quantitative research. The population and samples were distributed by 60 respondents. Technique of answering data using a questionnaire. Analysis of the data used is Convergence Validity, Discriminant Validity, used and Average Variance Extracted (AVE). Based on the results of the study, the brand image variable and brand trust simultaneously or partially significant towards customer satisfaction and customer loyalty in Ara Shop, Sidoarjo.

scholarly journals Kepuasan pelanggan sebagai mediasi pengaruh brand image terhadap loyalitas pelanggan

2018 ◽  
Vol 2 (2) ◽  
pp. 123-131
Author(s):  
Dwi Silvi Anisah ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Analysis Technique ◽  
Significant Direct Effect

To maintain market share, companies must be able to guarantee customer satisfaction so that customers become loyal. Companies need a brand image strategy or brand image so that it becomes the top of mind in the minds of consumers or customers. This study aims to determine the effect of brand image on customer loyalty mediated by customer satisfaction. The study was conducted at Warung Griya Bebek and Ayam Goreng Nelongso Malang. Accidental sampling technique with a total sample of 104 respondents, using a questionnaire as a research instrument. Data analysis technique used is Path Analysis. The analysis shows that brand image has a significant direct effect on customer satisfaction. Other results show that brand image also has a significant indirect effect on customer loyalty mediated by customer satisfaction

scholarly journals PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH YANG BERDAMPAK PADA LOYALITAS NASABAH (Studi Pada Nasabah Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Pematangsiantar)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Klara Delima Agustina ◽  
T Teviana
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Public Awareness ◽  
Data Retrieval ◽  
Insurance Company ◽  
Analysis Model ◽  
Relational Marketing ◽  
Linearity Test

Indonesian public awareness the importance insurance Indonesia has been growing rapidly. This condition is seen by the increasing number of insurance companies with a variety of products offered in the community. But even so, awareness of the importance of insurance is not in line with the purchase of an insurance policy. Such conditions make Joint Life Insurance (AJB) Bumiputera 1912 which is a local insurance company to apply the concept of relationship marketing. This study aims to determine the direct and indirect effects of relational marketing consisting of commitment and trust on customer loyalty as well as determine the effect of customer satisfaction on customer loyalty. The population in this study are all policyholders active Joint Life Insurance (AJB) Bumiputera Branch of Pematangsiantar who are customers of at least five years and never filed a claim against the insurance held that as many as 2,750 customers and the sample of 100 people who obtained using the formula slovin with data retrieval random sampling technique. Data was collected by questionnaire at all respondents where the questionnaire was tested beforehand using validity and reliability test on 30 respondents. Technical analysis of the data used is the classical assumption of data normality test, multicollinearity test and linearity test. It is also used path analysis model (path analysis) to examine the direct and indirect influences between variables with hypothesis testing using t test with significance level of 5% (0.05). The results showed that the partial commitments positive influence directly or indirectly on customer loyalty, trust negative influence directly and positively impact directly on customer loyalty and customer satisfaction directly positive effect on customer loyalty.                                    Keywords: Relational Marketing, Commitment, Trust, Satisfaction, Loyalty

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (8) ◽  
pp. 5304
Author(s):  
Ni Wayan Dian Ratna Anggelina ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

scholarly journals PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH BRAND IMAGE TERHADAP WOM DALAM FAST FASHION RETAIL

2019 ◽  
Vol 8 (10) ◽  
pp. 6199
Author(s):  
Maya Devi Linardi ◽  
I Ketut Rahyuda
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Word Of Mouth ◽  
Brand Image ◽  
Fast Fashion ◽  
Analysis Technique ◽  
Fashion Retail ◽  
Image Variables

The purpose of this study is to examine the effect of brand image  on word of mouth behaviour through keeping customer satisfaction with H&M product consumers. The number of samples taken was 160 in H&M product consumers who had the criteria to have purchased H&M products, domiciled in Denpasar City, and were last educated in high school. Data was collected through questionnaires. The analysis technique used is the sobel test using path analysis. Based on the results of the analysis it was found that brand image variables had a positive and significant effect on customer satisfaction on H&M product consumers, the brand image variable had a positive and significant effect on word of mouth behaviour on H&M product consumers, customer satisfaction variables had a positive and significant effect on word of mouth behaviour  to H&M product consumers and the brand image variables had a positive and significant effect on word of mouth behaviour through keeping customer satisfaction with H&M product consumers in Denpasar City. Keywords: brand image, customer satisfaction, word of mouth

scholarly journals Pengaruh Bauran Pemasaran Terhadap Loyalitas Pelanggan Zoya Cabang Medan Dengan Brand Image Sebagai Variabel Moderating

2019 ◽  
Vol 4 (1) ◽  
pp. 89
Author(s):  
Lisa Anggi Nauli Siregar ◽  
Isnaini Harahap
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Sample Size ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Marketing Mix ◽  
Product Price ◽  
Analysis Technique ◽  
Positive Effect

Customer loyalty is customer loyalty to companies, brands and products, where this loyalty is influenced by various factors such as marketing mix, product, price, location and promotion and influenced by brand image as a moderating variable. This study aims to explain the effect of product, price, location and promotion on Zoya customer loyalty with brand image as a moderating variable. This research is quantitative research  and the method to determine the sample is the Lemeshow formula with a sample size of 100 respondents. Data is obtained by distributing questionnaires that have been structured to the respondents. The data analysis technique used is the MRA (Moderating Regression Analysis). The results showed that as partially the product had a positive and significant effect on customer loyalty by 22.3%, the price had a positive and significant effect on customer loyalty by 35.7%, the location did not affect customer loyalty and promotion had a positive effect and significant to customer loyalty of 21.1%. The prices, locations and promotions simultaneously have a positive and significant effect on customer loyalty. And products, prices, locations and promotions have a positive effect on customer loyalty by moderating the brand image in Zoya Medan Branch.

scholarly journals Pengaruh Bauran Pemasaran Terhadap Loyalitas Pelanggan Zoya Cabang Medan Dengan Brand Image Sebagai Variabel Moderating

2021 ◽  
Vol 4 (1) ◽  
pp. 89
Author(s):  
Lisa Anggi Nauli Siregar ◽  
Isnaini Harahap
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Sample Size ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Marketing Mix ◽  
Product Price ◽  
Analysis Technique ◽  
Positive Effect

Customer loyalty is customer loyalty to companies, brands and products, where this loyalty is influenced by various factors such as marketing mix, product, price, location and promotion and influenced by brand image as a moderating variable. This study aims to explain the effect of product, price, location and promotion on Zoya customer loyalty with brand image as a moderating variable. This research is quantitative research  and the method to determine the sample is the Lemeshow formula with a sample size of 100 respondents. Data is obtained by distributing questionnaires that have been structured to the respondents. The data analysis technique used is the MRA (Moderating Regression Analysis). The results showed that as partially the product had a positive and significant effect on customer loyalty by 22.3%, the price had a positive and significant effect on customer loyalty by 35.7%, the location did not affect customer loyalty and promotion had a positive effect and significant to customer loyalty of 21.1%. The prices, locations and promotions simultaneously have a positive and significant effect on customer loyalty. And products, prices, locations and promotions have a positive effect on customer loyalty by moderating the brand image in Zoya Medan Branch.

scholarly journals PENGARUH KINERJA DRIVER DAN FASILITAS APLIKASI TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN (Studi Kasus Gojek Kota Malang)

Profit ◽  
2021 ◽  
Vol 15 (01) ◽  
pp. 74-83
Author(s):  
Ratna Nikin Hardati ◽  
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Food Delivery ◽  
Transportation Industry ◽  
Driver Performance ◽  
Research Population

Gojek, an online transportation service provider, is a social-spirited company that is leading the revolution in the ojek transportation industry. Gojek partners with experienced ojek riders to be the main solution in shipping goods, ordering food delivery, shopping and traveling in a traffic jam. The purpose of this study is to explain the effect of: Driver Performance on Customer Satisfaction, Effect of Application Facilities on Customer Satisfaction and Effect of Driver Performance and Application Facilities on Loyalty through Customer Satisfaction. This research is a quantitative research. The research population is Gojek customers in Malang City. The number of samples used was determined by the Proportional Random Sampling technique. Data analysis using the path analysis method (Path Analysis). The results showed that there was a significant influence between the performance of the driver on customer satisfaction Gojek; There is a significant influence between facilities on customer satisfaction Gojek; There is a significant influence between driver performance and facilities simultaneously on customer satisfaction) Gojek; There is a significant influence between driver performance on customer loyalty Gojek; The existence of insignificant influence between facilities on customer loyalty Gojek; There is a significant influence between satisfaction on customer loyalty Gojek; and the existence of significant influence between the effect of driver performance, facilities, and satisfaction simultaneously on Gojek customer loyalty.

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